Settings overview
| Section | Description |
|---|---|
| Notification Settings | Toggle notifications when sessions are resolved |
| Escalation Settings | Default assignees (queue notifiers) when no specific escalation target is found |
| Session Lifecycle | Reminder and auto-close settings for inactive sessions |
Notification Settings
Configure chat notifications sent to operators.| Setting | Description |
|---|---|
| Session Resolved | Notify the assigned operator when a session is marked resolved |
| Session Auto-Resolved | Notify the assigned operator when a session is automatically resolved |
Escalation Settings
Set the default assignees (queue notifiers) to use when an escalation request cannot be routed to a specific operator.Select assignees
Type a member’s name in the search field and select queue notifiers. Multiple assignees can be configured.
Only members with the Admin or Operator role can be set as queue notifiers in escalation settings.
Session Lifecycle
Configure automatic reminders and auto-close for sessions with no user response.| Setting | Description | Range | Default |
|---|---|---|---|
| Reminder threshold | Hours of inactivity before sending a reminder to the user | 1–168 hours | 4 hours |
| Auto-close threshold | Hours after the reminder before automatically closing the session | 1–720 hours | 24 hours |
| Auto-close enabled | Toggle auto-close on or off | — | Enabled |
Update values
Change the Reminder threshold, Auto-close threshold, and Auto-close enabled settings as needed.
Related pages
- AI Response Language — Response language settings
- Admin Settings (System Settings) — System-wide settings including DM enable and language